scholarly journals MENGUKUR KEPUASAN PASIEN RUMAH SAKIT ISLAM SITI RAHMAH PADANG ATAS KUALITAS PELAYANAN INSTALASI FARMASI DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 11
Author(s):  
Deta Aulia ◽  
Rahmiati Rahmiati ◽  
Gesit Tabrani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Study Population

This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. The study population was all visitors or patients who visited to get treatment at a pharmacy pharmacy installation. The sampling technique of this study was to use the accidental sampling method with a total sample of 100 people.The data used is primary data. The data analysis technique uses the Importance Performance Analysis method using Microsoft Excel software. The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors , material, method, and environment.Keywords: Service Quality, Importance Performance Analysis, customer satisfaction, fishbone 

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals The Effect of Service Quality and User Value on the Satisfaction and Loyalty of Users at Library and Archives of Padang City

2020 ◽  
Vol 8 ◽  
pp. 538-551
Author(s):  
Sefni Hayati ◽  
Heryanto
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Library Users ◽  
User Value ◽  
The City

This study aims to determine and analyze the effect of service quality and user value on the satisfaction and loyalty of users at the Padang City Library and Archives Service. The sample used was 100 respondents. The sampling technique is purposive sampling. The data is processed using SPSS 16. The type of data used is primary data by distributing questionnaires. Data analysis method with path analysis technique. The results of the study found that the quality of service had a significant effect on the loyalty of users at the Padang City Library and Archives Service, the value of users had a significant effect on the loyalty of users at the City of Library and Archives Service, the quality of service had a significant effect on the satisfaction of visitors at the Department of Library and Archives of Padang, the value of users have a significant effect on the satisfaction of library users in the Padang City Library and Archives Office, satisfaction has a significant effect on the loyalty of users in the Library and City Archives Office in Padang, the quality of service through satisfaction has no effect on loyalty and so does the value of users through satisfaction does not affect the loyalty of users in the Padang City Library and Archives Service.

scholarly journals Pengaruh Keunggulan Produk Pembiayaan Murabahah, Rahn Dan Penerapan Nilai-Nilai Islam Dengan Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT BPR Syariah Lantabur Tebuireng Kantor Cabang Gresik

2020 ◽  
Vol 2 (2) ◽  
pp. 93-108
Author(s):  
Guffron Abdul Azis ◽  
Mukhamad Roni ◽  
Taufiq Anshori
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Significant Positive Effect ◽  
Negative Effect ◽  
Positive Effect ◽  
Islamic Values

The objectives of this research were to find the influence of murabahah, rahn financing product superiority and the application of Islamic values ​​with quality of service to customer satisfaction in Islamic banks (PT BPR Syariah Lantabur Tebuireng Cabang Gresik). The approach of this research was quantitative using primary data. The sample in this research were customers of PT BPR Syariah Lantabur Tebuireng Cabang Gresik. With the sampling technique using non-probability sampling, so the authors get a total sample of 75 respondents. Analysis of the data in this research using Smart PLS 2.0 analysis tools. The results showed that Murabahah Financing a significant positive effect on Service Quality. Rahn had a significant positive effect on service quality. Islamic values ​​had a positive and not significant effect on service quality. Service Quality had a significant positive effect on Customer Satisfaction. Murabahah Financing had no significant negative effect on Customer Satisfaction. Rahn had a significant positive significant effect on Customer Satisfaction. Islamic values ​​had an insignificant negative effect on customer satisfaction. From the results of the path test, intervening variables it was service quality proven to be able to mediate the relationship between, Murabahah Financing, Rahn and Islamic Values ​​on customer satisfaction of PT BPR Syariah Lantabur Tebuireng Cabang Gresik. Keywords: Murabahah, Rahn, Islamic Values, Service Quality, Customer Satisfaction.

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

scholarly journals STUDI EMPIRIS KUALITAS PELAYANAN MELALUI MODEL SERVQUAL (Service Quality) DAN IPA (Important Performance Analysis) PADA MAHASISWA JURUSAN TARBIYAH STAIN GAJAH PUTIH ACEH

2019 ◽  
Vol 3 (2) ◽  
pp. 183
Author(s):  
Farid Fauzi ◽  
Ansor Nasution
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Research Approach ◽  
Low Expectations ◽  
Sequential Explanatory

Penelitian ini mengkaji kualitas pelayanan dengan menggunakan Model SERVQUAL dan IPA (Important Performance Analysis) pada Jurusan Tarbiyah STAIN Gajah Putih. Dimensi pelayanan yang digunakan yaitu : Tangibles, Reliability, Responsiveness, Assurance, Empathy. Pendekatan penelitian yang digunakan adalah Mixed Method dengan Model Sequential Explanatory, jumlah populasi dalam penelitian ini berjumlah 1576 mahasiswa dengan teknik pengambilan sampel menggunakan Simple Random Sampling menggunakan Rumus Slovin dengan jumlah sampel berjumlah 94 mahasiswa. Data yang digunakan adalah data primer dengan menggunakan Skala Likert. Berdasarkan hasil penelitian terdapat tiga atribut layanan yang mempunyai kategori yang harus mendapatkan perhatian khusus, sembilan atribut layanan yang berkategori layanan yang baik tetapi mempunyai tingkat prioritas yang rendah, sepuluh atribut layanan yang berkategori atribut layanan yang mempunyai harapan dan persepsi yang rendah serta empat atribut layanan yang mempunyai kategori kinerja yang baik  dan telah melampui harapan dari para mahasiswa. Kata Kunci : Kualitas Pelayanan, SERVQUAThis study examines the quality of service using the SERVQUAL and IPA Models (Important Performance Analysis) at the STAIN Gajah Putih Tarbiyah Department. The dimensions of the services used are: Tangibles, Reliability, Responsiveness, Assurance, Empathy. The research approach used was Mix Method with Model Sequential Explanatory, the number of population in this study amounted to 1576 students with sampling techniques using Simple Random Sampling using Slovin Formula with a total sample of 94 students. The data used are primary data using a Likert Scale. Based on the results of the study there are three service attributes that have special attention categories, nine service categories that are categorized as good but have a low priority level, ten service attribute categories that have low expectations and perceptions and four service attributes has a good performance category and has exceeded the expectations of the students.Keywords : Service Quality, SERVQUAL And IPA

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

Tourist Satisfaction Level of Front Office Department Staff Services at Tanadewa Resort & Spa

2021 ◽  
Vol 3 (2) ◽  
pp. 40-48
Author(s):  
Ni Luh Made Sri Trisna Dewi ◽  
◽  
I Gusti Putu Sutarma ◽  
Budi Susanto ◽  
I Putu Budiarta ◽  
...  
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Indicators ◽  
Sampling Technique ◽  
Total Sample ◽  
Tourist Satisfaction ◽  
Department Staff ◽  
Front Office ◽  
Gap Values

The purpose of this study is to analyze customer satisfaction on the service of the front office department staff at Tanadewa Resort & Spa and to describe the indicators that need to be improved and maintained by the front office department staff at Tanadewa Resort & Spa. The sample used in this study were tourists who stayed at Tanadewa Resort & Spa in March - July 2021. The sampling technique used was incidental random sampling with a total sample of 50 respondents. Data were collected by questionnaires distributed to respondents, then the data obtained were processed using SPSS version 26. The analytical techniques used were servqual analysis and Importance Performance Analysis. Servqual is used to analyze the level of tourist satisfaction with services obtained which can be seen from the gap results, while Importance Performance Analysis is used to group service quality indicators into a Cartesian diagram to describe indicators that need to be improved and maintained. The results of this study indicate that customer satisfaction with the service of the front office department staff at Tanadewa Resort & Spa is still not good, because of the 15 service quality indicators there are 9 indicators with negative gap values ​​and 6 indicators having positive gap values. And there are 4 indicators whose performance must be improved and 5 indicators whose performance must be maintained by the front office department staff at Tanadewa Resort & Spa in order to increase customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]

2016 ◽  
Vol 11 (2) ◽  
pp. 265
Author(s):  
Januar Efendi Panjaitan ◽  
Ai Lili Yuliati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
P Value ◽  
Analysis Technique ◽  
Set Up ◽  
Branch Office

The purpose of this study was to determine the effect of Quality of Service Quality of Service Customer Satisfaction either simultaneously or partially on Cabang JNE Bandung. JNE is a freight company and documents that have been established since 1990. In 2004, JNE set up headquarters in Jakarta. The JNE Bandung has a branch office in Jalan Permata Kawaluyaan numbers 1-4 Soekarno Hatta, Bandung. The type of research used in this study was descriptive research type using a quantitative approach. The analysis technique used was descriptive analysis techniques and multiple linear regression. While the sampling technique used was Non Probability sampling using purposive sampling and number of samples of 78 people. The results of this research showed that the quality of service (X) consisting of Reliability, Assurance, Tangibles, Empathy, and Responsiveness simultaneously had significant influence on satisfaction of customers with significant value (p value) of 0.003 < 0.05. Partial test results showed that the only variable that empathy has a partial effect on was customer satisfaction with the number of variables of significance (p value) amounted to 0.021 < 0.05.

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